HR Case Form Record Presence not working correctly

[Keith Gonzales]

Hi, we have added the form record presence component to our record page in the configurable HR Agent Workspace. However, it doesn't seem to work correctly? If a user has a case open in workspace, and another user opened it, the first user would see the bubble for the second user but not the other way around. Has anybody experienced this as well?

Any help would be much appreciated!

[Dibyaratnam]

All the viewers of those records would be able to see the other viewers except their own self. That should be the ideal scenario. Check this article once if it clarifies your doubt 

https://developer.servicenow.com/dev.do#!/reference/next-experience/vancouver/now-components/now-rec...

[Keith Gonzales]

Hi @Dibyaratnam, yes, I know how user presence works. I've read that article before I posted this message and it doesn't really answer my question.

What I'm experiencing is when user A opens a record, then user B opens that same record, user A would see user B but not the other way around. Now if user C opens the record, user A would see user B and C, user B would see user C, and user C wouldn't see anyone.

[Dibyaratnam]

HI @Keith Gonzales , If User A B C open the same record, A would see B & C, B would see C & A, and C would see B & A. That's how it works just like it works on the platform side. 

[Keith Gonzales]

That's exactly what I'm saying, that's the expected behavior and that's not what's happening in our workspace.